The extent of the NHS’ failure to address patient concerns has been revealed in a report released today. Healthwatch England says health professionals often refuse to say sorry, show no compassion and in some cases patients feel bullied if they complain about their care. Patients and care users describe the experience as a nightmare and a waste of time. We chat to Anna Bradley, chair of HealthWatch England and Erika Irwin, whose daughter Gemma died of cervical cancer last month